Desktop EUC L1

Desktop technicians will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.

The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Responsibilities And Functions

• Providing fault analysis to the customers various core operating systems and platforms will also enable us to provide support and apply desktop fault resolution for the approved application suite.
• Provides break-fix, fault diagnosis, and resolution.
• The ideal candidate should have 3+ years experience in Windows desktop support.
• Provide first/second-level contact and problem resolution for customer issues.
• Work with third-party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, and other authorized desktop applications.
• Should have basic knowledge of the Mac operating system to support Apple pc users.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, and printers.
• Performs remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Broad experience of IT with basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.